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Version: 2.14

State Control

Login​

ControlsDescription
AuthenticatePress the Authenticate button.
LoginA pop up opens. Login using your WxCC user credentials.
Choose phone numberChoose phone numberEither
1. Enter your phone number. If the Default DN is configured, this field will be automatically filled and disabled.
2. Choose your team
3. Select Remember My Credentials if you want to store your credentials for the next login session
4. Click the Login button
...
Choose extentionChoose extention... or
1. Switch to the Extension telephony option
2. Enter your extension. If the Default DN is configured, this field will be automatically filled and disabled.
3. Choose your team
4. Select Remember My Credentials if you want to store your credentials for the next login session
5. Click the Login button
Choose desktopChoose desktop... or
1. Switch to the Desktop telephony option
2. Choose your team
3. Select Remember My Credentials if you want to store your credentials for the next login session
4. Click the Login button
tip

When all fields are filled in, the Login button will be enabled to log in.

info

If the Omni status shows Offline even after logging in, change it to any Busy or Available status. The login should work but Omni status may not have changed due to a timing issue.

info

If the Remember my credentials checkbox is selected, the Dial Number/Extension number and Team will be stored for the next login. The next time you log in, Dial Number/Extension and Team will be populated.

Default Dial Number​

If present → the field for entering a Dial Number/Extension, which was automatically filled in during agent login, has been disabled, and agents can no longer type in a phone number.

If absent → the field for entering a Dial Number/Extension is enabled and agent can manually enter DN.

Change Agent State​

State Change

  1. Open the Omni-Channel state dropdown.
  2. Choose the state to enter.

Change Agent State During Call​

Agents can change their state during a call in the same way they change it outside of a call. The changed state will be used to sync the WxCC state after Wrap-Up ends.

E.g. the agent changes from Available to Busy during the call. After the call ends, the WxCC state will be set to Busy as well.

Logout​

  1. Open the Omni-Channel state dropdown.
  2. Click either Offline or Log Out of Phone System.
info

Logout is only possible if the current state is Busy.

After a logout, the login mask will be displayed.